Customer Support Representative (LatAm, Remote)

Job description

# **Hi 👋 I’m Aidan, founder of Maple.** At [Maple](https://maple.inc), we’re building AI agents that work for restaurants. These agents answer calls, take orders, book appointments, and handle real customer interactions over natural voice. **But our bigger mission goes deeper:** we’re building **automated ontologies** that model how businesses *actually* operate — their services, workflows, constraints, and language — so our agents can adapt to them instantly. We meet businesses where they are, not where software wants them to be. We have **many customers, strong revenue growth, years of runway, and backing from world-class investors**. I’ll share more once we meet. # **Why This Role Exists** When a business signs with Maple, two things must happen: 1. They must get live quickly. 2. They must feel like we have their back. This role sits at the intersection of onboarding and support. You will: - Guide new customers through setup - Handle live support when issues arise - Think quickly when edge cases happen - Communicate calmly when a restaurant owner has questions - Escalate to engineering clearly and precisely and implement solutions We need someone who: - Thinks on their feet - Enjoys talking to business owners - Can gather context fast - Is comfortable with ambiguity - Takes ownership instead of waiting # **What You’ll Do** ### Onboarding - Run onboarding calls with new customers - Translate business operations into structured AI configurations - Identify gaps or unclear workflows and clarify them live - Ensure customers go live quickly and confidently ### Support - Handle inbound support calls, texts, and emails - Troubleshoot real-time voice agent issues - Think creatively when things don’t follow the script - Gather complete context before escalating to engineering - Own issues end-to-end ### Systems + Feedback - Document cases clearly in Salesforce - Communicate tightly in Slack - Identify recurring friction points - Suggest improvements to tooling, onboarding flow, or documentation # **Who You Are** ### Ownership mentality You think like an operator. You take initiative, care about outcomes, and feel energized by solving real problems. ### Responsiveness You operate with urgency and reliability. When something needs attention, you step in quickly and keep it moving. ### Growth-Minded You enjoy learning, improving, and quickly implementing feedback. # **Job Requirements** - Fluency in English (C1/C2), with strong written and verbal communication skills in both languages - 2–5+ years in customer support, onboarding, or high-touch SaaS roles - Experience handling escalations and complex customer issues with professionalism, empathy, and sound judgment - Strong conversational ability (moderately extroverted, not robotic) - Quick thinker — you don’t default to “let me check on that” - Comfortable handling ambiguous or messy situations - Ability to stay calm, respectful, and solution-oriented in time-sensitive or high-pressure situations - Able to gather context when customers provide incomplete information - Strong organizational skills with the ability to prioritize effectively, manage multiple active cases simultaneously, and maintain accuracy under pressure ## Bonus if you: - Have worked with SMBs or local businesses - Have experience with Intercom, OpenPhone, Salesforce - Have supported technical products - Thrive in early-stage startup environments ## # **How we work** - **We optimize for leverage.** That means great internal tooling, fast CI/CD, and code that scales across many customer types - **We believe in deep ownership.** Engineers here talk to users, design features, and ship fast - **We value clarity over process.** You’ll spend most of your day building, not waiting on decisions - **We move in person.** We’re a tight-knit team that moves fast and solves problems together # **What we offer** - Competitive salary + meaningful equity - A real product with real usage and growing revenue - Strong In-person culture, fast feedback loops, and zero bureaucracy - A small team that feels like a founding team - Full health, dental, vision, 401k, life insurance, and unlimited PTO - Tools budget, coffee budget, whatever-you-need-to-be-great budget Want to help reimagine how software works for real-world businesses? Let’s talk.